Analisis Evaluasi Kualitas Layanan Dengan Service Quality (SERVQUAL) Dan Penerapan Konsep Lean Pada Medical Center ITS

Nabilah, Isnaini Mutiara (2024) Analisis Evaluasi Kualitas Layanan Dengan Service Quality (SERVQUAL) Dan Penerapan Konsep Lean Pada Medical Center ITS. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Industri kesehatan merupakan salah satu industri yang terus berkembang dan memiliki peran penting. Pemerintah memiliki tanggung jawab dalam menjamin terpenuhinya hak dalam bidang kesehatan, salah satu upayanya adalah dengan program Kampus Sehat. Hal-hal tersebut menjadikan Institut Teknologi Sepuluh Nopember (ITS) berkewajiban memenuhi hak mahasiswa mendapatkan layanan kesehatan serta jaminan keselamatan dan keamanan di lingkungan ITS dan didirikanlah UPT Medical Center ITS. Medical Center ITS ingin menjadi Pusat Pelayanan Kesehatan yang terbaik untuk civitas akademika ITS dan masyarakat umum di wilayah Surabaya Timur dengan meningkatkan kualitasnya. Namun masih banyak keluhan yang terjadi di Medical Center ITS. Menurut data didapatkan bahwa sebanyak 50% dari keluhan terjadi karena waktu tunggu layanan yang terlalu lama. Medical Center ITS juga mengalami peningkatan pengunjung sebesar 11% pada tahun 2023. Oleh karena itu dilakukan evaluasi kualitas layanan Medical Center dengan integrasi Service Quality (SERVQUAL) dan lean concept untuk mengetahui gap layanan, mengeliminasi waste, dan mengetahui performansi layanan. Berdasarkan hasil penelitian, didapatkan bahwa seluruh atribut service quality menghasilkan hasil negatif artinya terdapat gap pada seluruh atribut dengan gap terbesar adalah lamanya waktu pelayanan petugas. Selain itu dari 24 waste yang telah diidentifikasi, didapatkan 17 waste kritis dengan waste kritis utama adalah pelanggan menunggu antrian poli umum. Waste kritis tersebut kemudian dikelompokkan dengan atribut kritis untuk selanjutnya dianalisis akar penyebab permasalahannya. Analisis akar penyebab permasalahan dilakukan dengan Fault-Tree Analysis yang juga dihitung probabilitas untuk mendapatkan prioritas perbaikan. Berdasarkan analisis didapatkan waste yang perlu diprioritaskan adalah pelanggan menunggu pembuatan obat yang disebabkan petugas harus mencetak resep obat dan mencatat obat yang keluar di kartu stok display. Selain itu waste yang perlu diprioritaskan selanjutnya adalah pembuatan ulang rekam medis pasien lama dan penyimpanan rekam medis yang menumpuk/berlebih karena tidak ada sistem terpusat mengenai data/rekam medis pasien. Waste kritis dan atribut kritis tersebut selanjutnya diberikan rekomendasi perbaikan. Rekomendasi perbaikan paling prioritas adalah pencatatan obat yang keluar di kartu stock dapat dilakukan di akhir hari serta membuat sistem rekapitulasi rekam medis. Rekomendasi perbaikan ini diharapkan dapat meningkatkan kualitas layanannya sehingga kepuasan konsumen meningkat dan Medical Center ITS dapat terus berkembang.
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The healthcare industry is one of the industries that continues to grow and has an important role. The government has a responsibility to ensure the fulfillment of rights in the health sector, one of its efforts is the Healthy Campus program. These things make the Sepuluh Nopember Institute of Technology (ITS) obliged to fulfill the rights of students to get health services and guarantee safety and security in the ITS environment and established the ITS Medical Center UPT. The ITS Medical Center wants to be the best Health Service Center for the ITS academic community and the general public in the East Surabaya area by improving its quality. However, there are still many complaints that occur at the ITS Medical Center. According to the data obtained, as many as 50% of complaints occur because the waiting time for services is too long. ITS Medical Center also experienced an increase in visitors by 11% in 2023. Therefore, an evaluation of the quality of Medical Center services is carried out with the integration of Service Quality (SERVQUAL) and lean concepts to determine service gaps, eliminate waste, and determine service performance. Based on the results of the study, it was found that all service quality attributes produced negative results, meaning that there were gaps in all attributes with the largest gap being the length of service time for officers. Additionally, of the 24 wastes that have been identified, 17 critical wastes were obtained with the main critical waste being customers waiting in the general poly queue. The critical waste is then grouped with critical attributes to further analyze the root cause of the problem. Analysis of the root cause of the problem is done with Fault-Tree Analysis which also calculates the probability to get improvement priorities. Based on the analysis, it was found that the waste that needs to be prioritized is the customer waiting for the medicine to be made, which is caused by the officer having to print the medicine prescription and record the outgoing medicine on the display stock card. In addition, the next waste that needs to be prioritized is the re-creation of old patient medical records and the storage of medical records that accumulate/excess because there is no centralized system regarding patient data/medical records. The critical waste and critical attributes are then given improvement recommendations. The most prioritized improvement recommendation is the recording of outgoing drugs on the stock card can be done at the end of the day and create a medical record recapitulation system. These improvement recommendations are expected to improve the quality of service so that customer satisfaction increases and the ITS Medical Center can continue to grow.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Service Quality, Lean Concept, Fault-Tree Analysis, Layanan Kesehatan, Healthcare Service
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Isnaini Mutiara Nabilah
Date Deposited:	22 Jul 2024 04:56
Last Modified:	22 Jul 2024 04:56
URI:	http://repository.its.ac.id/id/eprint/108620

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